Refund Policy

1. Our guarantee

We want you to pay for ShiftKumo only if it works for your team. This Refund Policy explains how our guarantee works, how to ask for a refund and how long it takes. It forms part of our Terms of Service.

2. What "unused credits" means

When you pay for ShiftKumo, you are prepaying for subscription time: 1, 3, 12, 24 or 36 months, depending on your plan. That prepaid subscription time is your credit. If you ask within 30 days of the charge date, we refund the full amount of the payment. We do not pro-rate the refund or deduct the days you have already used.

3. Which payments are covered

The guarantee covers:

• your first payment, including the charge made when your 1-hour free trial ends;
• every renewal payment, on every plan; and
• payments in both US dollars (USD) and Japanese yen (JPY).

The guarantee applies to all of our plans:

The only condition is timing: you must ask within 30 days of the charge date. You do not need to give a reason, and we will not ask for one. We may ask for details that help us find the payment, such as the charge date and amount or the last 4 digits of the card.

4. Free trial charges

Every plan starts with a 1-hour free trial. Nothing is charged at sign-up (US$0 / ¥0). Your card issuer may show a temporary authorization hold. That hold is not a charge and is released automatically, so there is nothing to refund. Exactly 1 hour after your trial starts, the full price of the plan you selected is charged, unless you cancel before the hour ends.

• Cancel in the app before the hour ends at Settings → Billing → Cancel trial, and you are never charged.
• Cancelled by e-mail during the trial? If the hour ran out before we processed your message, we refund that charge in full. You do not need to send a separate refund request.
• Forgot to cancel? The charge after the trial is a normal payment and is covered by the 30-day guarantee. Just ask for a refund as described below.

5. How to request a refund

1. Send your request in one of two ways:
   • in the app, go to Settings → Billing → Request refund; or
   • e-mail support@shiftkumo.com from your account e-mail address with the subject "Refund request". Include the charge date and amount, or the last 4 digits of the card.
2. We confirm your request within 1 business day.
3. We process your refund within 3 business days.
4. Your bank shows the refund, usually within 5–10 business days.

If you can no longer use your account e-mail address, write to us from another address with the details of the charge. We will confirm that you are the account holder before we issue the refund. Never send us your full card number.

6. How long refunds take

Our business days are Monday to Friday, excluding Japanese public holidays. Our support hours are 9:00–18:00 JST (UTC+9). The 30-day window is counted in calendar days from the charge date, and any request we receive on or before the 30th day qualifies.

7. Refund method and currency

Refunds go back to the original payment method in the original currency. We refund the full amount we charged, and because taxes are included in our prices, that includes tax. We cannot send a refund to a different card or account, or in a different currency.

If your card is in a different currency from your payment, your bank converts the refund. The exchange rate may differ from the one used for the original charge, so the amount in your own currency may differ slightly. Any foreign-transaction fees are set by your bank and are outside our control. If the original card has been closed or replaced, your bank will usually pass the refund to your new card or account. Your bank can confirm this for you.

8. What happens to your subscription

When a payment is refunded under the 30-day guarantee, the related subscription is cancelled and access ends at that time. No further renewals are charged. Refunding a charge we made in error (such as a duplicate charge) does not affect your subscription. Your workspace data is kept for 30 days after the subscription ends so you can export it or reactivate. After that, it is permanently deleted.

If you only want to stop future renewals and keep using ShiftKumo until the end of the period you paid for, cancel instead of asking for a refund. Our Cancellation Policy explains how.

9. After 30 days

More than 30 days after the charge date, payments are not refundable, except where the law requires otherwise, for charges made in error by us (such as duplicate charges), which we always refund in full, or if we stop offering ShiftKumo entirely, in which case we refund the prepaid fees for the unused part of your billing period (see our Terms of Service). You can still cancel at any time to stop future renewals, and you keep access until the end of the period you paid for. For plans of 12 months or longer, we e-mail you a reminder 7 days before each renewal. Each renewal payment is then covered by its own 30-day guarantee.

10. Your legal rights

This guarantee is in addition to your rights under the law, and nothing in this policy limits mandatory consumer rights. For example, consumers in the European Union and the United Kingdom may have a legal right to withdraw from a contract for digital services within 14 days. Our 30-day guarantee gives you longer. Customers in Japan can find the information required under the Act on Specified Commercial Transactions on our Commerce Disclosure page.

11. Chargebacks and payment disputes

Please contact us before you file a chargeback. We resolve billing issues quickly, and a refund from us is usually much faster than a dispute through your bank. If you see a charge you do not recognize, check for the statement descriptor below and ask colleagues whether someone signed up for ShiftKumo for your business. Then e-mail us and we will help.

12. How charges appear on your statement

ShiftKumo charges and refunds appear on your card statement as SHIFTKUMO.COM. At sign-up, you may also see a temporary authorization hold from your card issuer. It is released automatically.

13. Contact us

For refund or billing questions, e-mail support@shiftkumo.com. We give a first reply within 1 business day (Monday to Friday, 9:00–18:00 JST, except Japanese public holidays), in English or Japanese.